Do you ask yourself “what MI systems development could we be working on this week to make a positive change to our customer experiences?”
We are knee deep with several clients ironing out their Application-to-Enrolment customer journeys. Together we are process mapping to expand and streamline the user experience and flow of information from first point of contact to the full enrolment of a student.
These are commonly hybrid experiences allowing customers to inter-weave through online and in-person stages of the journey. This often provides the greatest challenge and it is key to not simply focus on the tech.
It’s not a week-long process but there is a huge benefit to annual process reviews and improvement planning with time to breathe.
Our standard format to initiate these projects kicks-off with a healthcheck; discovery and documentation of the existing process and resources. Then into review with the client to help formulate an improvement plan.
Common items, include:
- Not capturing the right information first time around
- Lack of validation of that information leading to data quality issues, operational challenges or even funding implications
- Inconsistent or missing communications to teams involved within the processes and also to the customer themselves
- Lack of or inadequate oversight reporting and headline figures to monitor current position
But very often there are a substantial number of quick wins that have immediate impact and benefit!
If you’re reviewing big hitting processes and would appreciate an external view, get in touch. We’re vendor agnostic and consider tech as the enabler so provide a holistic view when engaged on projects such as these.